General Description:

The Level 1 Technical Support Agent is the initial post sales contact and answers inbound phone calls, emails or chat interactions with end users. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 technical and service problems. This includes inquiries concerning product hardware, software and applications. The Agent ensures proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.

Responsibilities:

• Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
• Verifies all contact information
• Creates service requests within supplied Customer Relationship Management (CRM) system
• Documents problem definition
• Documents and logs all contacts and actions into database per specified guidelines
• Files appropriate data (soft and hard copies)
• Provides direction to customers promoting online self-service and web based solutions
• Creates temporary “work-around” for immediate customer issues when appropriate
• Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
• Serves as escalation point for eService requests
• Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”
• Files appropriate data (soft and hard copies)
• Provides customers with existing Service Request status and routes call appropriately
• Handles RMA issuance and guidance to promote self-service RMA tracking
• Remains knowledgeable of client performance requirements, product line and service offerings
• Achieves specified performance goals
• Additional responsibilities as required

Requirements

• Must fluently speak and write English AND Portuguese
• High school diploma or equivalent
• Ability to pass background and identity verification screen
• Experience in customer/technical support and knowledge of CRM software preferred
• Knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute, firewalls, and routing
• Familiarity with telephony concepts such as ISDN, PRI, analog, VoIP and digital circuits
• Experience in fault diagnosis and troubleshooting techniques preferred
• Proficient working in a Windows environment with multiple applications and navigation between applications to research information
• Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
• Ability to type 30 WPM
• Familiarity with common Internet browsers
• Customer service orientation
• Excellent oral and written communication skills
• Ability to type 30 WPM
• Familiarity with common Internet browsers
• Ability to verbally communicate clearly and succinctly
• Ability to compose a grammatically correct, concise, and accurate paragraph
• Ability to communicate technical issues clearly based on user level
• Good reading and math skills
• Aptitude to listen to caller’s description of problem; interpret, summarize and document
• Strong interpersonal skills, ability to establish and maintain effective working relationships
• Ability to handle stressful situations and bond professionally with frustrated customers
• Ability to work during operational hours, Monday – Friday, 8am – 8pm EST